29/09/2016
I have applied for a Vodafone 12 month sim only deal via a third party and on the same day I received an email from the third party informing me that Vodafone have declined my application after a credit check. I immediately checked my report and score with the three credit agencies (Experian, Equifax and Callcredit). All three had my score at excellent and there were no issues.
I called the third party and they informed me that I need to speak to Vodafone as it was them that declined the application.
30/09/2016
I called 08080408408 and spoke to your colleague Chelsea and explained the situation and she suggested that she raise an escalation on the credit decision and someone would contact me within 48 hours.
01/10/2016
I still had no heard back from anyone and called Vodafone again and spoke to someone called Jim. He suggested he could not find any escalation against my account and said he would help me raise one again. Went through all my details such as verifying my home address, date of birth, etc. and put me on hold for another 35 minutes only to be transferred to someone else in the returns department who on answering said, I will have to dial back and get back in touch with Sales.
Dialled back and had to wait again about 30 minutes before speak to another sales advisor (think her name was Jille) and explained the situation once again to her. She said, all she could find on the system against my name was me calling up to find the reason for why my credit was declined. She said she would help me raise an escalation, to which I went through the same process once again. She assured me that she will call back in 48hrs which was by Tuesday and give me an update.
05/10/2016
Didn’t hear from Vodafone till Wednesday so called back to find out about the escalation. Spoke to someone (name I don’t remember) again after waiting in queue for 20mins. Only to be put on hold after explaining the situation and was put back in the queue where another sales advisor answered the call. Her name she said was Preeti. Explained to her what I was after and she took all my details and asked me to hold the line which was a 35min wait. Eventually to be transferred to someone in technical support.
Today I decided to check all my credit reports and in fact there has been no search made by Vodafone on any of my credit reports.
I am at a loss as to what to do as Vodafone have just sent me from pillar to post for no reason. They have not bothered to get back to me and have also declined my application without even credit searching me. What do they do with the information given then? The service they have provided to me, a potential new customer, has been appalling and I have never experienced such awful customer service from a mobile network provider.
Please can someone from Vodafone respond to my query urgently otherwise I would need to refer this to the financial ombudsman as Vodafone have obtained and are storing my personal data but without processing my application adequately is unlawful.
I have also read the following link http://www.vodafone.co.uk/about-this-site/our-privacy-policy/credit-checking/ and I have don’t see any potential issues that could arise, I have lived at my current address for over 3 months!
